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A review of service quality and service delivery:Towards a customer co-production and customer-integration approach

机译：服务质量和服务交付的回顾：迈向客户共同生产和客户整合方法

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Purpose - The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. Specifically, this paper concentrates on service quality (including quality measurement), the service environment, controls and their consequences. Design/methodology/approach - A comprehensive review of the literature is conducted, analysed and presented. Findings - The review shows that service delivery is both complex and challenging, particularly when considering the unique characteristics of services and the high level of customer involvement in their creation The facilitation, transformation and usage framework identifies how failures can occur at each stage of service delivery, beginning with the characteristics of the service environment, while control theory offers insights into the formal and informal controls that may be applied in the facilitation and transformation stages, which may reduce the likelihood or extent of such failures. Originality/value - Despite the fact that it is widely accepted that service quality is an antecedent to customer satisfaction, it is surprising that this customer co-creation aspect has been largely neglected in the extant literature. As such, the role that customer co-production plays in service quality performance has been examined in this paper. It is hoped that this examination will enhance both theoretical and practical understanding of service quality. It would be useful to find modern tools that can help in improving service quality performance.
机译：目的-本文的目的是为研究人员提供服务质量和交付领域的概述，重点是包括客户共同生产和客户整合。具体来说，本文着重于服务质量（包括质量度量），服务环境，控制及其后果。设计/方法/方法-对文献进行了全面的回顾，分析和介绍。调查结果-审查显示，服务交付既复杂又具有挑战性，尤其是考虑到服务的独特特征以及客户在其创建过程中的高度参与时。便利，转换和使用框架确定了在服务交付的每个阶段如何发生故障首先从服务环境的特征入手，而控制理论则提供了对可用于简化和转换阶段的正式和非正式控制的见解，从而可以减少此类故障的可能性或程度。原创性/价值-尽管服务质量是客户满意度的先决条件已广为接受，但令人惊讶的是，在现有文献中很大程度上忽略了客户共创方面。因此，本文研究了客户共同生产在服务质量绩效中的作用。希望这次考试将增强对服务质量的理论和实践理解。寻找有助于改善服务质量绩效的现代工具将很有用。

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